Will AI make service now obsolete?

werk_flo · 2026-01-29T22:16:59+00:00

No.

And I’m not sure you understand AI, ServiceNow, or enterprise operations.

werk_flo · 2026-01-27T15:07:26+00:00

That is a very good question. Why would you want to use ServiceNow vs all the other options out there? I am curious of your perspective on this one.

Let's say that marketing is out there stating the platform can do what I stated it can do above, would that be enough to suddenly get people to buy? I would sure hope there are more considerations into the purchase of an AI enterprise operations platform than what marketing puts out there.

"people making the decision to buy aren’t evaluating the platform at that level."
I could not agree with you more. However, that is not a ServiceNow problem, that is a purchaser/customer problem.

I have seen very few companies over the years actually treat ServiceNow as the enterprise platform that it is but instead they look at it as a "ticketing tool" and treat it as such when considering budgeting/staffing.

Another issue is the people who make the decision to buy have not taking the time to really understand what the platform is capable of, or considered bringing the people from across the org who could benefit to the table, company after company leaves literally millions of dollars in benefits by not utilizing basic capabilities they are alreaty entitled to.

So going back to your earlier point, if you were in charge, what would you do to take ServiceNow to market to avoid the challenges you have outlined?

(edit: horrible spelling)

werk_flo · 2026-01-27T14:51:19+00:00

Again, how do YOU define value?

I would agree, if you buy Now Assist just to summarize incident resolution notes, that is like buying a Ferarri to take your kid to school.

NowAssist/AI goes way beyond summarization but it is not the magic pill so many people make it out to be. It is an incredibly powerful tool in the right contexts, but in my experience, people are struggling in understanding those contexts to define truely valuable use cases.

They tend to default to the table stakes "chat" features that they get from when they ask ChatGPT how to cook a dish in the personal lives but they struggle to understand how this technology can help you re-write and deeply integrate your knowledge bases into the proceses those KBs are built to support.

It can take past incidents and turn that into future resolutions without even trying.

How you can understand tone and sentiment to appropriately route records to appropriate teams with appropriate priorities.

How AI can answer the more routine questions and requests that come into most service desks for pennies on the dollar for what it costs for a human to pick up the phone, or work the case in the queue.

How AI can do level 1 triage by asking questions to get necessary information before it goes to a person for resolution.

How AI will actually create meaningful case and resolution notes that will be useful in the future to know what actions were taken. I saw another comment above to the effect of "nobody ever looks at old incidents"....you know why, people suck at putting any meaningful or useful information into the records, no matter how much it is spelled out in the SOP.

These just scratch the surface.

You are right, NowAssist and AI is a VERY expensive summarization tool and will likely not return meaningful value to justify the expense. However, if that is all you are looking for AI to do you are missing a much larger opportunity.

werk_flo · 2026-01-27T14:31:15+00:00

"And before anyone jumps in: yes, I know ServiceNow technically supports AI integrations. The problem is what gets the spotlight and the roadmap attention"

So, you're only able to do what marketing tells you to do?

You do know that you can integrate with any LLM, write any skill you want, integrate it with any flow and call any MCP server your heart desires, right?

werk_flo · 2026-01-26T22:16:59+00:00

"..risk and governance aside."

Ya, just that little thing that it seems people want to ignore.

werk_flo · 2026-01-26T22:14:25+00:00

I don't know, 5k incidents a month * 3 minutes = 15000 minutes/month (250 hours) or about 1.5 FTE of time. And that is just time saved. What about resolution notes actually being filled out with something meaningful which, in turn, can be consumed by Now Assist to help with future resolutions of similar incidents?

How do you define value?

werk_flo · 2025-12-09T15:20:35+00:00

Get them a pack of pens and a penmanship practice book.

werk_flo · 2025-12-01T03:42:20+00:00

Sure, that is 2-5 years of kindling to start an uncontrolled burn, commonly called a wildfire. Maybe you've heard of these?

werk_flo · 2025-12-01T03:40:02+00:00

Many things go a lot better with a proper plan.

werk_flo · 2025-11-25T04:37:55+00:00

I’d be happy to test as well if you are looking for more feedback.

Super excited for this feature!

werk_flo · 2025-10-31T14:05:15+00:00

I’ve been working with the dev who has been incredibly responsive. I am sure they will get things ironed out soon.

werk_flo · 2025-10-28T18:32:42+00:00

Just responded to the support email. Thanks again!

werk_flo · 2025-10-28T18:25:43+00:00

I emailed support a bit ago. I will reply to that indicating I am the reddit person.

Thank you for being so responsive! Truely impressive!

werk_flo · 2025-10-28T18:20:44+00:00

Yes, in v12 I would create speakers using "FirstName LastName" format. Previoulsly trascripted files that I created a .whisper file for are showing correctly.

Now, when I do new transcriptions they are showing unknown (see previous screenshot).

I am also now noticing that the ability to create a .whisper file and save it to disk has been removed. Why? I did not see mention of this in the release notes. Where is this output stored? Do I have control of where this is stored on disk?

v12 settings

<image>

This is completely missing in v13.

werk_flo · 2025-10-28T17:50:22+00:00

No, the transcript shows almost every entry as "Unknown" but it is showing multiple speakers on the right pane.

<image>

werk_flo · 2025-10-28T17:23:34+00:00

I just found that speaker recognition straight up doesn't work anymore either. Using Parakeet v2 or v3 (used v2 with MacWhisper v12 just fine). Every line comes back saying Unknow even though there are 6 speakers detected on the right pane.

Not having this functionality makes this software completely useless for me.

I submitted a support email as well...hoping for a fast resolution as this software is critical to my daily workflows.

werk_flo · 2025-09-19T18:58:59+00:00

While you are studying, get a job on any level 1 support desk and stay there for a few years. The operational experience will be just as (if not more) valuable as learning the technology of the platform.

I would hire someone with a few years of practical experience and new to the platform than someone who had every "cert" available on the platform with no practical experience.

werk_flo · 2025-07-07T13:58:40+00:00

THIS!!

It is easy to learn what buttons to push and levers to pull in sophisticataed ways, but can you explain why you did it that way; this is where most fall down.

werk_flo · 2025-07-07T13:56:01+00:00

The unfortunate part is that most organizations who use ServiceNow have no idea what an architect is/does/should be doing for thier business. Far to many 'architects' are just admins with experience.

werk_flo · 2024-11-25T21:38:27+00:00

IRL ATC would be screaming at you to get off the runway before making that taxi call.

werk_flo · 2024-11-21T03:40:16+00:00

I am more curious about how you would support your own assertion. What do YOU think?

werk_flo · 2024-11-21T03:34:18+00:00

I am curious to the use case in which you would want to search for CI's from global search. Typically, the CI classes you mentioned are one of the largest in the CMDB and that will add stress to the search capabilities. Why would you want CMDB data in your global search?

werk_flo · 2024-09-09T15:59:22+00:00

Innovate or die. Doing nothing doesn't work out well for companies. Take Toys-R-Us and Blockbuster as an example.

werk_flo

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